| A | B |
|---|
| buying motive | the reason why a customer buys a good or service |
| rational buying | when the customer has conscious, logical, well thought out reasons for making a purchase |
| emotional buying motive | feelings experienced by the customer through association with a product or service |
| patronage buying motive | the loyalty associated with a product or store |
| probing | a method of discovering what the customer wants |
| information-gathering probes | method of gathering information about the customer and their needs |
| opinion-gathering probes | used to determine what the customer is thinkingp; aimed at getting the customer's opinion on available products |
| sales talk | a speech the salesperson gives to introduce him/herself, the company and the products; used to motivate the sustomer and focus their desires so the are more likely to purchase |
| product demonstration | show, tell, and touch; inform the customer on how to use and then let them try it for themselves |
| benefits | is the personal satisfaction or advantage that a customer wants from a product |
| objection | a legitimate reason, doubt, or hesitation a customer has for not buying the product |
| "Yes, butt..." | indicates an objection has yet been saticfactorily answered |
| toss-it-back | "booomerang" responce where an objection is brought back to the customer as a selling point |
| Deny it | the objections is based on misinformation (be diplomatic) |
| Point-counterpoint | "Superior-point" used to offset the objection with the product's features and benefits |
| inquiry | "Questions: used to clarify by asking direct questions about what is bothering the customer |
| Show 'em | demonstrate the product again |
| testimonial | third party referral of positive feedback |
| Try it | "Satisfaction quaranteed or your money back" |
| sales close | obtaining an agreement from the customer to purchase the product |
| suggestion selling | complementary goods that enhance the orginal sale |
